Customer service manager

WHAT YOU WILL DO:

• Ensurind high-level service for private and business customers by phone calls and e-mails.
• Continuous training of the team and thereby raising the service level.
• Managing operational information, creating excellent cooperation with different departments, ensuring the flow of information to different parties.
• Development and implementation of new work processes and effective solutions.
• Analysis of call recordings and e-mails, sharing of feedback and implementation and monitoring of improvement activities.
• To ensure customer service activities, timely planning of employees and transfer of recruitment needs to the HR department.
• You will pay great attention to effective organization of teamwork, motivation, and achievement of set goals.
• You will work together and follow and analyze team efficiency, achieved results and look for ways to improve them (setting KPIs and improving measurement indicators).
• You will strive for the best customer service quality results and customer evaluations (ensuring the quality of teamwork, high internal culture and motivation).

REQUIREMENTS FOR THE EMPLOYEE:

• Three or more years of professional work experience in customer service.
• Knowledge of how the customer service department should work to achieve excellent results and application of knowledge in practice.
• Be able to properly organize the working time of your team, quick orientation.
• Higher Education.
• Good knowledge of English and Russian.
• Good communication and expression skills with clients and colleagues.
• Ability to lead a team.
• Ability to plan and do independent work and high stress tolerance.
• Excellent computer skills;
• People management and leadership skills (advantage);
• Work experience in logistics (advantage).